The Role
The Technical Support Specialist provides advanced troubleshooting for ERP system issues, collaborates with internal teams on technical problems, and enhances documentation while ensuring customer satisfaction and continuous improvement of support processes.
Summary Generated by Built In
About Versapay 🚀
Versapay turns accounts receivable (AR) into a competitive advantage.
Inefficient AR processes slow cash flow and stall growth. Versapay removes friction, unlocks working capital, and accelerates momentum — giving finance leaders the clarity and control they need to drive business forward.
Versapay automates accounts receivable, removing barriers to collecting and reconciling B2B payments. Our solutions connect finance teams, customers, and business systems in one ecosystem to ensure cash flow clarity. With over 10,000 customers and 5M+ companies transacting on the platform, Versapay processes over 110M transactions and $257B annually.
Think you might be the next Veep to join? Read on!!
Role Overview:
As a Technical Support Specialist at Versapay, you are the technical bridge between customers and our product/engineering teams. You will resolve escalated, complex technical issues, often involving integrations, APIs, and ERP workflows. This role requires deep product knowledge, advanced troubleshooting skills, and the ability to coordinate across multiple internal and external teams. You will not only solve problems but also drive continuous improvement in both product and support processes.
What you'll do:
- Technical Troubleshooting & Resolution:
- Serve as the escalation point for advanced technical issues, including those involving ERP integrations (e.g., NetSuite, Sage Intacct, Microsoft Dynamics), APIs, middleware, and custom configurations.
- Perform in-depth log analysis, error tracing, and root cause analysis using tools such as Jira, Salesforce, and internal monitoring platforms.
- Replicate and diagnose customer-reported issues in sandbox/demo environments, documenting clear steps for development teams.
- Address data integrity, system performance, and security/compliance concerns across ERP modules (finance, supply chain, HR, etc.).
- Support integration challenges, including ETL processes, token migrations, and third-party connector troubleshooting.
- Work closely with Product, Engineering, and QA to validate software releases, escalate bugs, and ensure product enhancements align with customer needs.
- Act as a technical SME during client escalation calls, providing expertise on system architecture, data flows, and configuration best practices.
- Liaise with ecosystem partners and third-party vendors to resolve cross-platform issues.
- Create and maintain advanced troubleshooting guides, runbooks, and internal knowledge base articles for complex technical scenarios.
- Document all customer interactions, solutions, and troubleshooting steps in platforms like Intercom and Salesforce for future reference and team enablement.
- Analyze escalation trends and recurring technical issues to recommend product/process improvements.
- Participate in incident reviews and war rooms for high-severity or urgent cases, providing technical leadership and post-mortem analysis.
- Communicate complex technical concepts in a clear, customer-friendly manner.
- Manage high-visibility or complex cases end-to-end, ensuring timely updates and expectation management for both customers and internal stakeholders.
Collaboration & Escalation:
Documentation & Knowledge Management:
Continuous Improvement & Training:
Customer Engagement:
What you'll bring to the team:
- Technical Skills & Qualifications:
- Proven experience supporting ERP systems (e.g., SAP, Oracle, NetSuite, Microsoft Dynamics) or complex SaaS platforms.
- Strong troubleshooting and problem-solving skills, including SQL/database management, API diagnostics, and system integration.
- Familiarity with business processes in finance, HR, or supply chain, and the ability to map technical issues to business impact.
- Experience with system upgrades, patch management, and regression testing.
- Ability to manage user accounts, roles, and permissions within ERP or enterprise software.
- Excellent written and verbal communication skills, with the ability to translate technical details for non-technical audiences.
- Success in this role requires balancing speed with technical depth—solving issues quickly while ensuring sustainable, root-cause solutions.
- You will have the opportunity to influence both support and product direction by being closest to customer pain points and technical challenges.
Additional Considerations:
#LI-Remote
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Top Skills
Api Diagnostics
Erp Systems
JIRA
Microsoft Dynamics
NetSuite
Sage Intacct
Salesforce
SQL
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The Company
What We Do
Versapay is focused on changing the way companies do business together by offering Customer-Centric Order-to-Cash solutions for mid-market and enterprise businesses. We help our clients offer a superior customer experience, enabling CFOs to accelerate cash conversion, reduce costs, and eliminate paper, checks and manual business processes. Based in Toronto with offices in Atlanta, Cleveland, Baltimore and Las Vegas, Versapay is owned by Great Hill Partners, a Boston-based technology investment firm.
